Well done. Everyone should feel very comfortable using this as a reference and I'll see if I can include it in the featured guides list like I am with some others in the near future when we alter the home-page slightly.
EDIT: Hey BoB, that's what I intend yes, but I'll share more on that stuff when I have some more detailed info
Thanks guys. I thought it may be handy as we'd had a lot of threads of people having issues from terminating and this thread may prevent those in the future.
I've just made a few edits to the original post to clarify a few points a bit more and make a couple of corrections to spelling and grammar
There is still one thing which I don't understand.
We need to provide 30 days' notice for cancelling a contract, but if the PAC code is used within this 30 day's period, then we incur an early termination charge!
For example, my contract ends on 29/08/15. My billing date is the 1st of the month. I am on a good cashback deal with mobiles.co.uk, so I don't want to go beyond the 24 months. I would like to keep my number. So if I give my 30 days' notice by ringing up on 30/07/15, I will recieve my PAC code which will last until 29/08/15. If I use this PAC code on 27/08/15, I will incur an early termination charge. Instead, if I ring on 01/08/15, my PAC code will last until 31/08/15. If I use this PAC code on 29/08/15, I will still incur an early termination charge because although my contract has ended, I have used the PAC code within the 30 days' notice.
I have this problem everytime I take out a 24 month contract. With Orange and T-Mobile, I managed to get a refund after a lot of arguing. Talkmobile were excellent and they didn't charge as I explained what I was planning to do when I requested the PAC code.
First off you don't need to give notice. Using the PAC cancels the contract. In your case, use your PAC on 28/08/15. You bill will still be generated on 01/09/15 but you will be refunded once the system catches up. You will get an email stating you are in credit and a link to follow to get the amount refunded to your bank account.
I used this template to write a letter giving 30 days notice, when I went to the post office to post it recorded the post mistress told me it was pointless sending it recorded as the address is to a PO Box which by design is unmanned, therefore no-one would sign for it. So I sent it by first class anyway, two weeks later no response from O2! No surprise there! So I started a live chat this morning explaining I had written them a letter to cancel and was told that the ONLY ways to cancel were by phone or live chat. So basically the information given in this post is incorrect and misleading. Cancelling by chat is easy and quick so my advice would be to disregard this topic and chat to them for free to cancel your contract.
I used this template to write a letter giving 30 days notice, when I went to the post office to post it recorded the post mistress told me it was pointless sending it recorded as the address is to a PO Box which by design is unmanned, therefore no-one would sign for it. So I sent it by first class anyway, two weeks later no response from O2! No surprise there! So I started a live chat this morning explaining I had written them a letter to cancel and was told that the ONLY ways to cancel were by phone or live chat. So basically the information given in this post is incorrect and misleading. Cancelling by chat is easy and quick so my advice would be to disregard this topic and chat to them for free to cancel your contract.
Recorded letters sent to post office boxes do still get signed for. Royal mails website suggests this happens on collection (http://www.royalmail.com/parcel-despatch-low/uk-delivery/po-box) although it may also happen on delivery as I've had proof of delivery on many letters sent to PO Boxes pretty quickly and quicker than I would expect if mail was being collected from the PO Box. Either way you obtain the important proof of delivery which as demonstrated from the fact that your letter was "lost" is very important when terminating. These letters frequently get "lost" in the post and sending by recorded delivery protects against this as you have proof of delivery
We also have another example of misinformation from live chat. Check a few threads out here and you'll see that they aren't recommended for anything but basic queries (such as what day of the week it is or 1+3=?). I hope you screen grabbed your conversation as proof because there is a definite chance that your cancellation has not been actioned. The same can happen when phoning because again there is zero proof of the cancellation request. Also O2 may prefer you to cancel by live chat or by phone because it gives them a chance to try and retain you but these are not the only methods by which you can cancel. They cannot ignore a written request to cancel (and indeed didn't ignore one when I sent a letter terminating my account with O2 following price rises for all) especially when you have proof of delivery. You could also terminate by email, telegram, carrier pidgeon, smoke signals or any other method of your choosing as long as you have proof the termination request was received. A recorded delivery letter is probably the easiest way of getting this proof though.
No, the use of your PAC immediately cancels your contract and you will then receive a final bill which covers the length of contract duration remaining.
Yeah you need to call up to pay off a refresh plan. You can request a PAC at the same time if keeping a number. If not give notice in writing by recorded delivery as per this guide after you have paid off the refresh plan.
I must have gotten lucky when I cancelled mine as my final bill was correct
The guide on here is more accurate than live chat, however, I would advise both a phone call and then follow up with a letter. That is assuming you don't want to keep your number? If you do want your number, using your PAC will cancel your contract immediately anyway.
Thought you might have been. I think they were misinformed though as the information on PO Boxes on Royal Mail's website seems to refute what they were told
Plus I've had proof of delivery on many letters I've sent recorded including ones to O2 and Three's PO Box
Strictly speaking, a letter isn't really necessary if the adviser carries out your instructions. I recently closed a business account and a normal account over the phone without problems. Checking MyO2 will confirm account closure.
A letter is however written proof of your request and is ok for confirmation. As I say it wasn't necessary in my case
I still can't understand why I can't end my contract early online or in store?!? It took me 98 minutes on hold tonight before I could find out if there would be an early cancellation fee! If I have to wait that long to cancel, the poor call centre staff will be getting an ear full!
People get confused already when upgrading online and can end up opening up a new contract instead of upgrading so heavens knows what would happen if cancelling a contract became available.
Stores want people visiting them to open up contracts / upgrading / buying accessories and topping up not cancelling contracts. A negative part of the business for them.
Given the problems with online chat it's best that they don't handle account closures. Always best to speak to someone. The problem is that the lines are so busy at the moment but at normal times the process is straightforward. There is certainly no need to take issue with the adviser, it's hardly their fault they are inundted with iphone related queries.
How long after receiving a cancellation letter do they act upon it? Mine was signed for last week, yet I've had no response and my account still looks active. Thanks for any information. Trying to leave has been an utter nightmare.
How long after receiving a cancellation letter do they act upon it? Mine was signed for last week, yet I've had no response and my account still looks active. Thanks for any information. Trying to leave has been an utter nightmare.
Did you speak to Customer Services too or have just sent the recorded letter ?
if you want to perhaps retain your mobile number to migrate to another Network,then asking for a PAC Code and using it within 30 days will effectively cancel your contract, if that's a help.
Thanks to you both. I've tried numerous times to get through via the phone, but I'm not waiting over an hour on hold, as I was each time I attempted it, hence the letter as a last resort. I tried on live chat to do it, but the guy I was dealing with said it wasn't possible, and I couldn't get through on chat because they were all busy dealing with new iPhone questions, which really didn't impress me much (as Shania might say)
In My O2 it shows my balance as £0.0 - could that mean it is in the process of being wound up? My final bill is due in early November.
I hope the cancellation happens for you as it should.
Something that is connected to this and advised is not to be tempted to cancel your Direct Debit until you are 100% certain. Usually leaving it in place for 3 months or so maybe.
It is possible that the process has started but only customer service can really answer that. You could try live chat to find out the status of the account. They should be able to see on their system.
You won't see any changes in your My O2 as your account will still be active during the 30 day notice period. It's only after this time that it will change to say "disconnected account". You do still need to confirm with CS that it has been actioned on the system though.
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